Customer Service Executive | Full-Time | Badminton Academy| Flexible, Work-from-Home | Stable, Long-Term Career

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TYPE OF WORK

Full Time

SALARY

US$320 to US$380

HOURS PER WEEK

TBD

DATE POSTED

May 17, 2019

JOB OVERVIEW

Greetings to you, our future team member!

We’re really excited to get to know you better!

First up, here’s about us.

Our Story

BG Badminton exists to ignite the passion for badminton in all.

We are based in Singapore and we provide badminton training to meet various learning Upgrade to see actual info the early days, it was very difficult to find quality badminton classes in Singapore. We wanted classes that were fun, inspiring, and spark the passion for badminton, so we developed our own methodology to deliver an excellent class experience for all.

Our students include adults who play recreationally and competitively, and also parents who enrol their children in our classes. Their goals are varied - to develop interest in badminton, to play competitively in school teams, to do well in national competitions, or sometimes all three! We strive to help them achieve their goals and dreams.

With the support of our customers and a great team, we have been growing steadily over the years, and we now invite you to join our growing team.

Learn more about us on our website: Upgrade to see actual info

Our Culture

Our BG Badminton family is caring and supportive. We continuously strive to create an environment where all staff can develop their full potential and be happy.

We hope that you will enjoy the working experience with us, grow with us, and be part of our family for a long time.

Your Role

This role involves direct interaction with customers (over whatsapp texts) - adults who look forward to our badminton classes after work each week, and parents who want their kids to have a good time. If you want to make a difference in the day-to-day lives of our students, then this role is for you!

Great customer service is always needed. If you are keen to grow with us, we will be happy to offer you a long-term career.

For this role, we communicate almost entirely through whatsapp text group Upgrade to see actual infoone calls with customers will be needed only very occasionally.

Job Scope

1. Front-End Customer Service

- build long-term customer relationships by providing a pleasant and welcoming day-to-day experience for customers

- address customer concerns and queries promptly

- inform customers about any important updates or events of interest to them (such as badminton competitions)

- manage disputes arising from issues such as customer complaints, staff complaints, miscommunication, or mistakes

- engage customers beyond operational issues - e.g. send Christmas or New Year greetings, sending get-well-soon messages when they are unable to attend class due to illness

- follow-through on new class arrangements with existing customers (for example, ask existing customers who have been inactive for a long time if they would like to re-start class)

2. Internal Staff Liaison

- build long-term relationships with coaches by providing great service, such as:

1. Arranging classes that are convenient for both customers and coaches

2. Arranging covering coaches for coaches on leave

3. Back-end Administrative Support

- Update internal records based on information provided by customers - e.g. class cancellations, requests for class on a certain date, payment records etc.

Experience Requirements

- Minimum 3 to 4 years customer service experience.

- Very high level of English ability (C1 or C2)

- Experience in data entry

Key Qualities Required

- Strong sense of responsibility and commitment towards customers and our team

- Passion for providing excellent customer service

- Excellent communication skills (especially written communication) - able to engage customers and staff in a polite, friendly, and diplomatic manner

- Very high level of detail orientation - able to identify important information amid the conversations in the group chats, and act on them

- Highly organized - able to keep track of all tasks and follow-through till completion

- Ability to manage multiple expectations - balance between the needs of the customer, the business, and staff (badminton coaches and support staff)

- Strong ability to coordinate with team members to act on customers’ requests

Commitment Requirements

This is a full-time role, and you are expected to commit 40 hours a week, for a 5-day work week.

As urgent customer issues can arise unexpectedly, you must be willing to put in extra time as needed to resolve issues and ensure customer satisfaction.

Working days:

Fri to Tue (Off-days are Wed and Thu)

We have the most classes during weekends, so your off-days will be on weekdays each week.

Standby period during working days

Note: You do not need to do work throughout the standby period, as any non-urgent matters can be done at any time in the day.

During the standby period, you are required to monitor whatsapp to attend to any urgent customer matters.

The time refers to Singapore time (same as Philippines time).

Non-School Holiday Period of Jan to Apr, and Jul to Oct (8 months):

Weekdays - 12 noon to 9pm
Weekends - 8.30am to 9pm

School Holiday Period of May to June, and Nov to Dec (4 months):

Weekdays - 8.30am to 9pm
Weekends - 8.30am to 9pm

The school holiday period is our peak period, when we often have additional morning classes. Also, customers tend to request classes at short notice. Thus, there is a longer standby period.

Salary and Benefits Package

Base salary range of US$320 - US$380 (after probation period), depending on qualifications, experience, and performance during the selection process.

Year 1

- Paid probation period of 3 months (salary will be US$320 per month)

- Bonus after successfully passing the probation period

- 13th month pay

- Paid annual leave

Year 2 onwards

We appreciate committed team members and strong performance, so if you are interested in a stable, long-term career with us, you will be eligible for very substantial bonuses and benefits from your 2nd year with our team.

More details will be shared with you during the selection process.

Application Instructions

Apply via email to Upgrade to see actual info the email title as Application for Customer Service Executive - . In your application, please include a resume and a cover letter. Each should be kept to 2 pages max. At the start of your cover letter, include the job ID #CEE19 in bold, and address your letter to Jaron.

Thank you for taking time to consider a career with us. We look forward to receiving your application. Apply now!

Cheers,

BG Badminton Family
Singapore

ABOUT THE EMPLOYER

Contact Person: Jaron Chua

Member since: March 27, 2018

Total Job Posts: 0

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